Customer Experience Team Leader - 4 PL Control Tower

maersk; Netherlands; On-site; EUR 70,000 - 110,000; Full time

Job summary

Maersk is seeking a Customer Experience Team Leader to lead our BASF 4PL Control Tower team. You will focus on developing the team, delivering strong operational performance and an excellent customer experience while driving transformation for the BASF solution.

You will coach and manage people, use KPIs to identify issues, collaborate with internal stakeholders and BASF, and drive continuous improvement across processes and the operating model.

Qualifications

• Experience in Customer Experience, Supply Chain Management, 4PL, logistics or a comparable operational environment.
• Experience leading or developing people.
• Strong customer orientation and stakeholder-management skills.
• Ability to use operational data and KPIs to manage performance and drive improvement.
• Continuous-improvement mindset and willingness to challenge established ways of working.
• Confidence working through ambiguity, change and transformation.
• Strong problem-solving and the ability to translate challenges into practical solutions.
• Collaborative working style across functions and organisational levels.

Responsibilities

• Lead and develop the team with day-to-day leadership, direction and prioritisation.
• Coach and develop colleagues, creating clear expectations and supporting individual growth.
• Manage the employee lifecycle, including performance management, development conversations and resource planning.
• Build an engaged, accountable team culture with strong customer and operational ownership.
• Take ownership of the team's operational performance and service delivery together with our Global Service Center teams.
• Use KPIs, productivity data, Case Management and customer feedback to identify issues and improvement opportunities.
• Ensure effective follow-up on operational exceptions, recurring issues and customer concerns.
• Work closely with internal stakeholders and the customer to maintain a reliable and proactive service.
• Actively identify opportunities to simplify, standardise, automate or improve existing processes.
• Translate improvement opportunities into clear actions and engage the team in implementing them.
• Support the BASF organisation through upcoming system and process transformations.
• Help evolve the Control Tower operating model by balancing customer requirements, operational effectiveness and internal productivity.
• Work across the wider Maersk organisation and with different operational teams supporting the BASF solution.
• Ensure clear ownership and collaboration across activities performed within and outside the local Control Tower.
• Build strong relationships with BASF and carrier stakeholders and act as an effective escalation point when required.
• Connect operational execution with broader customer objectives and transformation priorities.

Skills

People leadership

Operational mindset

Customer orientation

Stakeholder management

Data-driven performance

Continuous improvement

Problem solving

Ambiguity navigation

Job description

We are looking for a Customer Experience Team Leader to lead our BASF 4PL Control Tower team .

This role goes beyond traditional day-to-day team management. You will be responsible for leading and developing the team while ensuring strong operational performance, an excellent customer experience and continued evolution of the BASF 4PL operation. The successful candidate needs to be comfortable leading through change, challenging existing ways of working and turning transformation into practical improvements for both the customer and the team .

Key responsibilities

• Lead and develop the team


• Provide day-to-day leadership, direction and prioritisation for the BASF 4PL Control Tower team.


• Coach and develop colleagues, creating clear expectations and supporting individual growth.


• Manage the employee lifecycle, including performance management, development conversations and resource planning.


• Build an engaged, accountable team culture with strong customer and operational ownership.

Drive operational and customer performance

Take ownership of the team's operational performance and service delivery together with our Global Service Center teams

• Use KPIs, productivity data, Case Management and customer feedback to identify issues and improvement opportunities.


• Ensure effective follow-up on operational exceptions, recurring issues and customer concerns.


• Work closely with internal stakeholders and the customer to maintain a reliable and proactive service.

Lead change and continuous improvement

• Actively identify opportunities to simplify, standardise, automate or improve existing processes.


• Translate improvement opportunities into clear actions and engage the team in implementing them.


• Support the BASF organisation through upcoming system and process transformations.


• Help evolve the Control Tower operating model by balancing customer requirements, operational effectiveness and internal productivity.

Collaborate across the 4PL ecosystem

• Work across the wider Maersk organisation and with different operational teams supporting the BASF solution.


• Ensure clear ownership and collaboration across activities performed within and outside the local Control Tower.


• Build strong relationships with BASF and carrier stakeholders and act as an effective escalation point when required.


• Connect operational execution with broader customer objectives and transformation priorities.

What we are looking for

You are a people-focused leader with a strong operational mindset who is comfortable working in a complex customer environment.

Ideally, you bring

• Previous experience in Customer Experience, Supply Chain Management, 4PL, logistics or a comparable operational environment


• Experience leading, coaching or developing people


• Strong customer orientation and stakeholder-management skills


• Ability to use operational data and KPIs to manage performance and drive improvement


• A continuous-improvement mindset and willingness to challenge established ways of working


• Confidence working through ambiguity, change and transformation


• Strong problem-solving skills and the ability to translate challenges into practical solutions


• Ability to balance people, customer, operational and business priorities


• A collaborative working style and the confidence to work across different functions and organisational levels


• Interest in digitalisation, automation and new ways of working

What will make you successful

Success in this role is not only about keeping today's operation running. We are looking for someone who can lead the team today while helping shape the BASF Control Tower of tomorrow : developing people, strengthening customer experience, improving productivity, driving standardisation and supporting the transformation of the operation.

As part of our background check, you could be asked to obtain VOG.

Equal opportunities and inclusivity

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.